Almost every salesperson or manager that’s been in the business for a while has a story to tell where someone – perhaps even themselves – prejudged a customer and lost a sale. Perhaps that sale was lost to another salesperson at the dealership, or perhaps the dealership lost the sale altogether. But it has happened and still continues.
Here are a few examples:
These are just a few examples I’ve heard about and/or read. The point is that you never know how qualified that person pulling into your lot is until you talk to them. By ignoring them, or treating them poorly based on how they look, you do much more than lose a sale, you damage the reputation of the dealership.
For example, the first story got picked up by Jalopnik because the young man shared his experience on Facebook and, at the time of this writing, it had 909 reactions, 196 comments and 91 shares. That’s quite an audience that read this story! I’ll bet that someone who saw the story was considering buying a Porsche and perhaps reconsidered doing business with that dealership. Sadly, the comments are filled with car buyers telling stories about similar experiences that they’ve personally had.
Treat every customer that walks into your showroom like gold and you will find that not only do you sell more cars, you also hold more gross. Special finance customers who you treat well and assist in financing will refer their friends to your dealership and tell everyone they know. By ceasing to judge people, you bring goodwill and a better customer experience to everyone. Even if they can’t buy a vehicle right then, they will remember you when they can.
Do you have any stories of similar experiences at a dealership when it comes to pre-judging customers? Share them in the comments.